• Where is my refund?

It can take up to 14 working days (excluding weekends and bank holidays) if you havent recieved after the alloted time please email us at silvis21store@outlook.com.

 

If your refund is approved, you will receive the amount via the original payment method within 14 days after we notify you, depending on your bank. Refund times are dictated by your card issuer and are outside of our control.

• Faulty item received?

In the unfortunate and rare event that you have received a faulty item, please contact us at silvis21store@outlook.com in the subject line (e.g. Order #123456, Faulty item) and please include a picture and video of the fault to speed up the process.

Our customer service team aim to respond to emails within 72 hours.

You must report any faulty or damaged goods to us within 7 days of when the goods were delivered.

• Why was my refund rejected?

Unfortunately if your refund does not comply with the conditions stated in our refund policy, we cannot process a refund. For more information please visit our refund policy.

• Which shipping carriers do you use?

We use USPS and CJ packet . They’re both traceable services for orders. International orders are sent via CJ packet. Cost Vary for each destination US order will always receive free shipping all other countries shipping will be calculated at check out.

Please ensure that you have entered your correct email address and phone number for relevant tracking updates.

• What should i do if my delivery hasn’t arrived yet?

You should receive your tracking number and relevant tracking information from USPS or CJ packet  with expected delivery times and dates. If your expected arrival date has passed, please email us at: silvis21store@outlook.com.

• Tracking says my item has been delivered but haven’t received it, What should i do?

If your tracking information says your order has been delivered but you have not received it, please ensure you do not have a 'missed delivery' card that may have been left by your Mail delivery driver and please check with your neighbours for any misdelivered parcels before emailing us at: silvis21store@outlook.com.

•  I entered the wrong address can i change it?

Please email us as soon as you realize this and we will do our best to either amend your address or cancel/refund your order if it has not been processed yet.
Unfortunately if your order has already gone through dispatch it is too late to amend/cancel the order.
Email: silvis21store@outlook.com

• Disputed delivery

Please note that Silvis21 has the right to request evidence before issuing any refunds. Silvis21 also has protocols in place should suspicious or fraudulent activity be suspected.

•  How do i applied a discount code?

During the checkout process, you will be given an option to apply a gift card or discount code in the payment details section (Cart -> Information-> Shipping -> Payment -> Review). 
Alternatively there is a dropdown button called ‘Show order summary’ in the checkout process where you can enter your Gift card or discount code.

• I forgot to apply a discount on my order, can you apply it afterwards for me?

Unfortunately we are unable to retrospectively apply a discount to an order once it has been placed.

• I’ve order more than once, can you combine my orders?

Unfortunately we are unable to combine orders on our current system. Each order placed will be automatically assigned it's own shipping label.

• How can i contact you?

Please fill out the form on our Contact us page.
Alternatively you can email us directly at: Silvis21store@outlook.com
Our customer service team aim to respond to emails within 72 hours.

•  How long are your shipping times?

Our shipping times are between 7-15 days, with 2-7 business days processing time (e.g 2-7 processing + 7-15 days shipping= 9-22 days delivering time.) It usually depends where are you located and the product(s) purchased.